Ignite - Crisis Communication Breakdown
summary
Claims that building a staffed, trained process measurably reduces damage and speeds recovery: a cross-functional crisis communication team with on-call rotation, training and runbooks, plus routine post-mortems, produces fewer confused users and faster consensus during incidents. Practical tooling ties it together: Victor ops and Status page integrate with chat so teams use slack integrated with Vic drops and separate channels for messaging versus firefighting. Outcome: less burden on first responders and increased user trust.
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chapters (18)
- 0:00Intro
- 0:44The Beginner's Path
- 0:59Our Process: A Work in Progress
- 1:14Crisis Communication is Scary!
- 1:29Not Communicating is Worse!
- 1:44Honesty Pays Dividends
- 1:59It Takes Buy-In At All Levels
- 2:14Agree on When, and How Often
- 2:29Agree on What Gets Communicated
- 2:44Agree on Who Manages the Message
- 2:59Agree on Where the Message is Shared
- 3:14VictorOps' Cross-Functional CC Team
- 3:29Crisis Communication Training and Certification
- 3:44Non-Disruptive Crisis Communication TECHNICAL SKILLS, PEOPLE SKILLS
- 3:59The CC Process can Help During the Firefight
- 4:14Applied DevOps: Retrospect on the CC Process
- 4:29Applied DevOps: X-Functional Post- Mortems
- 4:44Applied DevOps: ChatOps and the VO Toolset
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